Safety Alert Team Lead

HopSkipDrive

5d•$60,000 - $70,000•Remote

About The Position

At HopSkipDrive, our goal is to create opportunity for all through mobility. We’re a technology company that solves complex transportation challenges where there is a heightened need for safety, equity, and care. Through our marketplace, we connect kids, older adults, or anyone needing extra support to highly-vetted caregivers on wheels. Through our software, we solve the biggest transportation challenges facing schools and school districts around the country. Founded by three moms as a solution to their own transportation challenges, we’ve now facilitated more than five million rides across over 17 states around the country. We continue to expand at a rapid pace, making the Inc. 5000 list four times, as well as the Deloitte 500 Fast-Growing Technology list. HopSkipDrive is a Series D company and has raised $100M in funding to date. Who We Are Our Safe Ride Support team takes pride in ensuring every ride is completed safely and smoothly. As a Safety Alerts Team Lead you will be a critical player in delivering on our promise “Safety is Everything” and will help us achieve this goal in the following ways: Lead a team of full- and part-time remote Safety Alert Specialists responsible for delivering safe and issue free rides Partner with peers to monitor volume across all SRS responsibilities and jump in to assist with volume, as needed Be a point of escalation by actively monitoring and assisting in communication channels to ensure immediate intervention in safety-critical situations. Manage weekly 1:1 meetings with team members, focusing on key performance metrics and delivering precise, actionable feedback. Partner with the QA Manager to develop and maintain quality assurance processes, setting performance benchmarks, completing audits, and overseeing training for your team. Contribute to the design and refinement of tools and Standard Operating Procedures (SOPs). Maintain strict adherence to HopSkipDrive policies and processes Troubleshoot system outages and analyze daily specialist-reported issue trends, sharing solution-oriented insights with management. Who You Are Your first priority is safety and immediately dig into the details when something feels ‘off’. You’re excited to contribute to the continuing evolution of this focus area and develop your team members. With the following skills, you’ll make a tangible and immediate impact:

Requirements

Critical thinker with the ability to quickly navigate between multiple responsibilities while maintaining composure
Safety-focused leader who maintains safety as a constant north star and exudes calm under pressure
Results-oriented mentor with a desire to help your team of Specialists achieve team-level SLAs and KPIs
Data-minded professional with a basic understanding of Excel/Google Sheets and the ability to leverage data for performance management
Change champion with the ability to adapt and usher change management through your team by connecting daily tasks to purpose and bigger-picture initiatives
Strong communicator with the emotional intelligence to confidently and kindly navigate tough conversations, including performance feedback and differing perspectives, while remaining deeply collaborative with fellow leaders.
Growth-oriented and open to feedback with a drive to succeed in a fast-paced environment
2-3 years of leadership management experience
3 plus years experience in operations or safety

Responsibilities

Lead a team of full- and part-time remote Safety Alert Specialists responsible for delivering safe and issue free rides
Partner with peers to monitor volume across all SRS responsibilities and jump in to assist with volume, as needed
Be a point of escalation by actively monitoring and assisting in communication channels to ensure immediate intervention in safety-critical situations.
Manage weekly 1:1 meetings with team members, focusing on key performance metrics and delivering precise, actionable feedback.
Partner with the QA Manager to develop and maintain quality assurance processes, setting performance benchmarks, completing audits, and overseeing training for your team.
Contribute to the design and refinement of tools and Standard Operating Procedures (SOPs).
Maintain strict adherence to HopSkipDrive policies and processes
Troubleshoot system outages and analyze daily specialist-reported issue trends, sharing solution-oriented insights with management.